Mobile Banking: The New American Addiction - NTT DATA Services

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Mobile Banking: The New American Addiction - NTT DATA Services
FINANCIAL SERVICES | DIGITAL PRACTICE

             Mobile Banking: The New
               American Addiction
                 An NTT DATA Consulting U.S. Mobile Banking Lifestyle Study
                     finds 55% of consumers access their bank accounts 2-3
                                        times a week or more

                                            January 2015

ST RAT EG IZ E. IM PL E ME NT. R U N.                                  © NTT DATA Consulting, Inc.
Mobile Banking: The New American Addiction - NTT DATA Services
Mobile Banking: The New American Addiction - NTT DATA Services
Table of Contents

Introduction                                               3

America’s Addiction to Mobile Banking                      5

What’s Driving Mobile Banking?                             6

The New Device Dynamic                                     7

There’s a Device for That                                  9

Customers Prefer a Simplified Device Lifestyle            11

The Phablet Phenomenon                                    12

Wearable Technology: Hype or Hope?                        13

Implications for Financial Institutions                   14

Conclusion                                                15

Research Methodology and Demographics                     17

Sources                                                   18

About NTT DATA Consulting                                 19

Abstract

Mobile banking is hyper-accelerating. According to
NTT DATA Consulting’s U.S. Mobile Banking Lifestyle
Study, more than half of U.S. consumers are using
mobile banking more often than two years ago, and
conducting more transactions while they are logged in.

NTT DATA Consulting surveyed 1,005 U.S. consumers
online and conducted qualitative phone interviews with
executives at the top 20 U.S. financial institutions to
understand what is driving mobile banking growth and
how the changing size and shape of mobile devices
(the “form factor”) will influence the way Americans do
their banking in the 21st century.
Mobile Banking: The New American Addiction - NTT DATA Services
Introduction

Mobile banking is hyper-accelerating. According to
NTT DATA Consulting’s U.S. Mobile Banking Lifestyle
Study, more than half of U.S. consumers are using
mobile banking more often than two years ago, and
conducting more transactions while they are logged in.

NTT DATA Consulting surveyed 1,005 U.S. consumers
online and conducted qualitative phone interviews with
executives at the top 20 U.S. financial institutions to
understand what is driving mobile banking growth and
how the changing size and shape of mobile devices
(the “form factor”) will influence the way Americans do
their banking in the 21st century.

NTT DATA Consulting’s research focused on four device
types – laptops, tablets, phablets* and smartphones.
These four device types comprise virtually all consumer
interaction with their banks online. Desktop computers
were not included in our research because of their
declining usage, nor were wearable devices because
of their as yet unproven role in financial services.
However, the survey did ask questions on wearable
technology, which led to noteworthy findings discussed
on page 13.

NTT DATA Consulting’s analysis revealed that users
have an appetite for managing their finances across
multiple devices, and they expect a high degree of
consistency in features and functions across the
platforms that they use. With most banks aspiring to
provide a digital omni-channel customer experience
these days, NTT DATA Consulting’s research reinforces
the importance of managing customer experience
consistently in an environment characterized by
device complexity.

* For the study, NTT DATA Consulting defined a phablet as a
smartphone with five- to seven-inch diagonal screen size, such
as the Galaxy Note 4 and the iPhone 6 Plus.
Mobile Banking: The New American Addiction - NTT DATA Services
52%
of consumers are doing more mobile banking
           than two years ago
Mobile Banking: The New American Addiction - NTT DATA Services
NTT DATA Consulting White Paper

           American’s Addiction to                                    What’s Driving Mobile
           Mobile Banking                                             Banking?
           “Mobile moments” are part of our everyday lives.           What factors contribute to the likelihood that customers
           Americans are increasingly wed to their mobile devices     will use mobile banking? Conversely, what may
           as they text, tweet, email and click through news feeds.   repel users from using mobile banking? NTT DATA
           In fact, the average American smartphone user checks       Consulting’s study determined that there are three
           his/her phone 110 times a day1. As Americans continue      factors that make it more likely for consumers to
           to adopt technology that enables them to be online         engage in mobile banking:
                                                     from virtually
                                                                      1.     Ease of use
                                                     any location,
                                                                      2.     Ability to make payments
                                                     this number
                                                                      3.     Better features
                                                     promises to
                                                     climb.           The maxim goes that you only have one chance to
                                                                      make a first impression. This is especially true in mobile
                                                     Checking
                                                                      apps. If a mobile app is poorly designed, not intuitive
                                                     bank accounts
                                                                      and/or offers an ineffective feature set, users will not log
                                                     online is
                                                                      on a second time. In many cases, users will delete an
                                                     clearly
                                                                      app that provided a negative first experience.
                                                     becoming a
                                                     part of many     Mobile banking customers are highly sensitive to design
                                                     Americans’       that focuses on ease and efficiency. In fact, more than
                                                     mobile           60% of respondents declared that they were much
                                                     moments.         more likely to use mobile banking when it is easy to use
                                                     NTT DATA         and offers features that make their lives easier. Outside
                                                     Consulting’s     of features, functionality - specifically the ability to make
                                                     research         payments - is driving mobile banking.
                                                     found that
                                                     55% of
           Americans access their accounts via mobile banking
           2-3 times per week and, of that number, a full 26% use          Do the following factors make you more or less
           mobile banking habitually, logging on 4 or more times                    likely to use mobile banking?
           per week. This group of habitual users is of particular
                                                                                           Less Likely             Neutral           More Likely
           relevance to banks, as they not only use mobile
           banking more often, they also spend more time doing it.
                                                                            Ease of
                                                                                                 4%                  26%                  72%
                                                                             Use
           For banks, opportunities arise from this trend. Banks
           are increasingly able to engage with their customers
                                                                             Ability
           whenever and through whatever device their customers
                                                                            to Make              7%                  30%                  65%
           choose. As customers spend more time on mobile                  Payments
           banking, banks must leverage the platform to increase
           loyalty, enhance brand image and continuously improve            Better
                                                                                                 4%                  32%                  65%
           customer experience and satisfaction.                           Features

                                                                      Q19. Compared to two years ago, do the following factors make you more or less
                                                                       likely to use mobile banking? (1-much less likely, 5-neutral,10-much more likely)

6                                                                                                              © NTT DATA Consulting, Inc.
Mobile Banking: The New American Addiction - NTT DATA Services
Mobile Banking: The New American Addiction

Habitual mobile banking users – those who access their      increase by about 20% in the next two years. When
accounts 4+ times per week – have the greatest focus        asked which device consumers will purchase in the
on usability. Virtually all of the habitual users in NTT    next 24 months, more than 80% of respondents
DATA Consulting’s survey told us that they are more         stated their intent to buy a smartphone. This was the
likely to do mobile banking when features and functions     highest rate of anticipated purchase and shows the
are easy to use. Conversely, habitual users can be          smartphone as the preferred form factor.
expected to disengage quickly from a mobile banking
                                                            Tablet — Not a Contender
platform that is difficult to use.
                                                            While tablet use will increase over the next two
As banks increase focus on the mobile environment,          years, fewer than 50% of respondents plan to use a
their success will depend on the ability to provide a       tablet for mobile banking. Today, less than a third of
simple, intuitive and useful customer experience.           consumers use their tablet for mobile banking. NTT
A mobile app that is hard to use will only set a bank up    DATA Consulting believes that tablets are increasingly
for failure.                                                and primarily used as media consumption devices, with
                                                            users watching more Netflix and Hulu on their tablets

The New Device                                              than doing mobile banking.

Dynamic                                                     Phablets — Next Big Thing
                                                            Use of phablets for mobile banking will see the most
                                                            profound increase in the next two years. Using a
Features and ease of use aren’t the only drivers of
                                                            phablet for mobile banking will more than double,
growth in mobile banking. When survey respondents
                                                            cresting at 11% by 2016. While the growth rate is
were asked, “What devices do you plan to purchase
                                                            impressive, the percentages for phablets are still low.
in the next 24 months?” the smartphone was by far
                                                            With the release of the Samsung Note series in 2012,
the most popular choice, with 84% of respondents
                                                            and iPhone 6-Plus in 2014, NTT DATA Consulting
expecting to buy a smartphone in the next two years.
                                                            believes phablets will grow rapidly in market share.

The devices consumers are buying with mobile banking
in mind are also helping to shape the new landscape.
                                                                  Smartphone Remains the Dominant New Purchase
Survey participants were also asked, “Which of the
following devices do you expect to be using for mobile                                            Q22. What devices do you plan on
                                                                                                            purchasing?
banking in 24 months?” The results in the chart on                                   84%
page 8 indicate that we are approaching a period of
significant change.

What these percentages reinforce is the decisive shift
from browser-based banking to mobile devices/apps.

Laptop — Still Relevant
Laptop use, which currently enjoys a prominent place in
the respondents’ device landscape at 84% for mobile
banking usage, will go down slightly. It is the only                 26%                            25%
device type that showed a reduction and NTT DATA
                                                                                                                         14%
Consulting predicts that laptop use will remain flat over
the next two years.
                                                                     Laptop       Smartphone         Tablet              Phablet

Smartphone — Front Runner
The use of smartphones for mobile banking will

© NTT DATA Consulting, Inc.                                                                                                          7
Mobile Banking: The New American Addiction - NTT DATA Services
NTT DATA Consulting White Paper

                                Mobile Device Growth Will Dominate Banking During the Next Two Years

                                                                                               Q10: Which of these devices do you use
                                                                                               for banking? (2014)

                                                                                               Q24: Which of the following devices do
                                                                                               you expect to be using for banking in 24
                                                                                               months? (2016)
                      84%
                                81%

                                                            62%

                                                  52%

                                                                                  44%

                                                                        32%

                                                                                                                    11%

                                                                                                        5%

                          Laptop                    Smartphone                Tablet                        Phablet

           There’s A Device For That                                   increasingly expect to be able to start in one place
                                                                       and finish in another when it comes to managing their
                                                                       finances online.

           Bank customers are expanding the number of banking          High frequency activities
           activities that they conduct across their devices. No
                                                                       On the whole, mobile users log on, review their
           single device is used for a particular mobile banking
                                                                       balances, move their money, look at recent activity
           activity. Users increasingly expect to conduct the
                                                                       and then logout. It is imperative that banks get these
           transaction of their choice on the device of their choice
                                                                       table stakes transactions right or face the risk of users
           whenever they want. Because of these expectations,
                                                                       becoming disengaged and looking elsewhere for a
           it is essential for banks to assess their progress
                                                                       more effective mobile banking platform.
           toward building seamless customer experience that
           transcends both channel and device. Customers

8                                                                                                     © NTT DATA Consulting, Inc.
Mobile Banking: The New American Addiction - NTT DATA Services
Mobile Banking: The New American Addiction

Gaining Popularity                                              is the dominant device, but mobile does have a role.
Although these transactions are less frequently used,           The norm for users is to default to a laptop for the often
consumers have an increasing expectation to receive             intensive data entry at the front end of a mortgage
notifications and alerts, fill out applications for new         or brokerage application, then move the follow-on
products and services and perform an eSignature.                conversation regarding clarifications and updates to a
Today 70% of users are leveraging the notification and          mobile environment.
alerts features offered from their banks and they exhibit
                                                                Quintessentially Mobile
no preference on which device they receive them.
                                                                Depositing checks with mobile devices is a
Users clearly want to receive their notifications and
                                                                predominantly mobile transaction. Our research found
alerts on the device that they have with them at that
                                                                that more than 60% of smartphone and phablet users
moment, which ties back to the need for digital omni-
                                                                are using their mobile device to deposit checks. This
channel.
                                                                has been a significant development for individuals and
Less Common                                                     small business owners, enabling a level of convenience
Applying for a mortgage or a brokerage account are              that was impossible only a few years ago. Consumers
the least-used features from the survey. This is not            do not use laptops or tablets for this transaction to
because these features are poorly-designed, but they            nearly the same frequency that they use mobile, most
are transactions conducted only a few times during the          likely because of the picture taking complexity of other
average American’s lifetime. When you look closer at            form-factors.
the preferred devices for these transactions, the laptop

                      What Are Mobile Banking Customers Doing With All Of These Devices?
                                 Top 4 most frequent mobile banking activities in America:

     viewing balances                 transferring funds         reviewing transaction                paying bills
                                                                        history

© NTT DATA Consulting, Inc.                                                                                                           9
NTT DATA Consulting White Paper

10                                     © NTT DATA Consulting, Inc.
Mobile Banking: The New American Addiction

Despite Multiple Device
Ownership, Customers                                                 “If an alien race swooped
Would Prefer a Simplified
Device Lifestyle                                                down on the planet and forced
                                                                earthlings to use only a single
NTT DATA Consulting’s research shows that the
majority of Americans today have a three device
                                                               computer, I’d choose the iPhone
lifestyle: very often this is a laptop, a tablet and a
                                                               6 Plus. If you’re looking for one
smartphone. Despite the fact that most users have
three devices and anticipate the degree of complexity          machine for everything, a phablet
staying intact or even increasing, NTT DATA Consulting
sees a pent-up desire for greater simplicity. Our study         like this isn’t a bad way to go.”
findings indicate that more than half of respondents
                                                                                            - Farhad Manjoo, New York Times
(57%) would strongly prefer two devices on which to
manage their personal and professional lives, but don’t
see how to get there at this time.

Are phablets the answer?
As users crave greater simplicity in the number of                    “I Would Prefer a Two-Device Lifestyle”
devices they use, it is possible that the phablet may be
                                                                Q22. I would prefer to have just two devices if they could fit all of my
part of the solution. Phablets are a popular choice for         needs? Rated on a scale of 1-10. Reponses indicate percentage of
                                                                respondents for 8 and above.
consumers seeking a larger smartphone with a form
factor similar to a tablet. Having all your data on a single                                                                     67%
phablet offers greater convenience and a possible
                                                                                        61%                 61%
path to a simplified device lifestyle. As phablet sales
have increased, there has been a visible reduction in
tablets sales.1 While there is correlation in time across          52%
these two trends, any statement around direct causality
should be treated as conjecture. At this time, it is not
clear if the phablet will unlock the two-device lifestyle
that so many want.

                                                                 Very Limited         Moderate              Frequent            Habitual
                                                                  Less than          2-3 times a           4 or more           Part of my
                                                                 once a week            week             times a week         daily routine

© NTT DATA Consulting, Inc.                                                                                                                   11
NTT DATA Consulting White Paper

                 The Phablet Phenomenon
                                                                                                                 100%
                 Whether or not phablets are the key to a more                                       growth in phablet use for mobile
                 simplified device lifestyle, they certainly have become
                                                                                                    banking over the next 24 months,
                 a phenomenon in America. According to NTT DATA
                 Consulting’s research, phablet use for mobile banking
                                                                                                        across all demographics
                 will grow by more than 100% percent over the next two
                 years. Additionally, BI Intelligence reports that global
                 phablet shipments will hit 1.5 billion in 2019, a marked                                         46%
                 increased over prior years.2                                                         of Americans are more likely to
                 NTT DATA Consulting believes that phablets will corner                               conduct mobile banking due to
                 approximately 30% of the mobile device market share                                larger mobile devices, such as the
                 by 2020. We also project that tablet use will decline                                            phablet
                 as a device on which to do banking, given that our
                 study found 68% do not prefer to use tablets for
                 banking today.
                                                                                                                 1 in 6
                 What does the phablet mean for banks?                                               U.S. consumers believe mobile
                 The value of a phablet is simple: it offers more screen                            banking is an important reason to
                 space on which to manage the customer experience. A                                 buy a large screen smartphone/
                 phablet not only offers banks more digital real estate for                                      phablet
                 an expanded feature set, it also provides opportunities
                 for promotional offers and marketing initiatives that may
                 have seemed intrusive on a smaller screen.

                                                                        Phablet Market Share Growth

                                         40

                                                                                                                                       Expected
                                                                                                                                        phablet
                                         35                                                                                           market share
            Percentage of Market Share

                                         30

                                         25

                                         20

                                                                   iPhone 6+
                                         15                         released

                                         10

                                          5

                                              2011   2012   2013           2014    2015          2016     2017    2018         2019            2020

                                                                                          Year

                 SOURCE: NTT DATA Consulting U.S. Mobile Banking Lifestyle Study

12                                                                                                                       © NTT DATA Consulting, Inc.
Mobile Banking: The New American Addiction

                              Wearable Technology: Hype or Hope?

              18%                                                               WHICH OF THESE
                                                                               WEARABLE DEVICES
                                                                                DO YOU PLAN TO
                                                                                  PURCHASE?

        OF U.S. CONSUMERS
       PLAN TO PURCHASE A                                                           LE GL
                                                                               OG                        SU
                                                                                                            NG GAL
                                                                                                                   A
         WEARABLE DEVICE                                                                             M

                                                                                        AS
                                                                       GO

                                                                                               SA

                                                                                                                   XY
                                                                                           S

                                                                                                                       G EAR
                                                                           2%

                                                                           H
                                                                                                                  4%
                                                                       C
                                                                    AT
                                                                   W
    What will it take to make wearable
                                                              LE
                                                                                                                 OTH
                                                           APP

         technology a success?                                                                                      E

                                                                                                                       R
                                                                                                                       3%
                                                              8%
                                                                                                      FE BA
                                                                                                    LI

                                                                                                           ND
                                                                                               LG
            ATTRACTIVENESS                                                                                1%
           53% say it is important for your device
                      to look attractive

               NOTIFICATIONS
        39% are interested in receiving notifications
                        and alerts
                                                                     82%
                                                                       of U.S. consumers wouldn’t
                                                                         purchase any wearable
                                                                                  device

                    PAYMENTS
       30% are comfortable making a payment with
                  a wearable device
                                                        “
                                                        “Wearables are a significant trend in technology, although
                                                         their utility to financial services remains to be seen. NTT
                                                        DATA Consulting believes that wearables are a must-watch
                                                                               development in fintech.”
                                                                                        — Byl Cameron, Digital Practice Lead

© NTT DATA Consulting, Inc.                                                                                               13
NTT DATA Consulting White Paper

            Implications for Financial                                    exaggerated. Many consumers still have a strong

            Institutions                                                  preference to use the laptop as their go-to platform
                                                                          for online banking. Consequently, ongoing rigor in
                                                                          maintaining and expanding the online banking platform
            As one senior executive at a top 10 U.S. financial            is essential to ensuring that customers have a positive
            institution explained, “The world we live in is our biggest   and engaging user experience. NTT DATA Consulting
            obstacle.” An ever-increasing consumer demand for             believes that a “mobile first” strategy makes sense, but
            instant gratification is seeping into every facet of our      not to the detriment of legacy online banking.
            lives, including how we bank. People have no patience
                                                                          Plan for Larger Devices
            for waiting – for anything – particularly Gen Ys and
                                                                          NTT DATA Consulting believes financial institutions
            Millennials who have grown up online.
                                                                          will have new opportunities to offer features and
            When a 20-year-old college student requests funds             functions that might be considered undesirable on
            from her parents, she expects to see the money                smaller smartphones. Banks should capitalize on the
            instantly appear in her bank account when she views           extra device real estate of a phablet by assessing the
            her account balance on her mobile device. When a              opportunities it presents — such as increasing mobile
            mobile app doesn’t work the first time, it’s likely to be     advertising, re-architecting navigation, adding new
            deleted. In mobile technology, as in life, if you don’t get   functionality and much more.
            it right the first time, you may not get a second chance.
                                                                          As the expectations around user experience rise in
            While the increasing consumer appetite for effective          the coming years, so too will expectations around
            digital platforms poses challenges for organizations,         efficient and effective use of the increased screen size
            the benefits are very real. Recent research from              — by consumers and bankers. Sales and marketing
            Forrester indicates that companies that invest in digital     opportunities may be one of the biggest beneficiaries
            transformation outperform the S&P index by about              of this interconnected trend. What once appeared
            44%.3 This drives home the point that investment in           cluttered and intrusive on a smaller smartphone screen
            innovation and revenue growth are deeply linked.              may now look clean and useful on the screen of a
                                                                          larger smartphone or a phablet. All financial services
            The path to digital success
                                                                          firms stand to gain from re-evaluating their customer
            Financial firms are struggling with how to prioritize         experience in the context of form factor growth trends.
            investments across five platforms that almost all
                                                                          The banks that move first to leverage the extra space
            companies have: mobile web, smartphone app, tablet
                                                                          offered by phablets/larger smartphones will be better-
            app, secure web and public web. Today, financial
                                                                          positioned to increase their share of wallet. That means
            institutions assume the need for a certain degree of
                                                                          usability studies to investigate different customer
            complexity in their online and mobile environments.
                                                                          preferences and behaviors on larger smartphones
            But NTT DATA Consulting’s research suggests that
                                                                          should be kicked off now.
            there are opportunities to simplify online and mobile
            environments, even when customers use multiple                Pursue a Digital Omni-Channel
            mobile devices.                                               One of the key user experience themes that financial
                                                                          institutions are wrestling with is how to manage a
            All of NTT DATA Consulting’s recommendations revolve
                                                                          seamless experience across the multiple channels and
            around delivering an excellent user experience through
                                                                          varied devices that characterize the modern banking
            ongoing digital transformation, which is the key success
                                                                          customer. The main question is this: What simplification
            factor for banks in today’s rapidly-evolving technology
                                                                          and streamlining opportunities would enhance the
            environment.
                                                                          mobile customer experience?
            Don’t Abandon the Legacy Online Banking Platform
                                                                          NTT DATA Consulting believes that the answer to this
            Rumors of legacy online banking’s demise are greatly

14                                                                                                      © NTT DATA Consulting, Inc.
Mobile Banking: The New American Addiction

important question may involve building a holistic online
and mobile customer environment. Most customers
who use their bank’s public website, secure website
and smartphone app don’t think they have used three
different systems. Customers look at all three as a
single process – interacting with their money. One way
to move toward an environment where the “many”
become “one” is to look at a digital omni-channel. A
digital omni-channel simply means developing all of
your online and mobile applications to work together.
It produces an environment in which users can start
an application in one platform and then finish it in
another. It is one in which expected features like secure
messaging and alerts are accessed from any and every
platform a bank offers.

It’s important to emphasize that NTT DATA Consulting
does not believe that a pure digital omni-channel
always makes sense. An example of a feature that
doesn’t need to be on every platform is online
check deposit – our data tells us that isn’t a sensible
investment for laptops. Rather, financial institutions will
benefit from identifying the missing pieces of a positive
customer experience on each platform, and then work
to close those gaps.

Conclusion
Banking has become a central part of many American
consumers’ mobile moments – those moments
throughout the day when mobile users check email,
Facebook, Twitter and also manage their finances.

NTT DATA Consulting’s study shows that Americans
are addicted to mobile banking as never before, and
that bank customers want to conduct their banking
activities across all of the devices they own: laptop,
smartphone, phablet and tablet. They expect to be
able to do the transaction of their choice at the time of
their choice and on the device of their choice. In such
an environment, it is imperative that financial services
firms focus on customer experience as never before.
Delivering an environment that is easy to use and
seamlessly integrated across channels will position
firms for success.

© NTT DATA Consulting, Inc.                                                                                15
NTT DATA Consulting White Paper

         Research Methodology and Demographics

         •     1,005 survey responses
         •     All respondents live in the U.S. or are U.S. citizens
         •     The survey was conducted online
         •     Participants were recruited from an online research panel
         •     Participants were required to be over 18 years of age
         •     Survey gender was representative of the U.S. population (48% male, 52% female)

                           Device Types Owned                                     Household Income

                 64% own three or more device types                    Overall mix of respondents reflects a higher
                                                                                       income base
                             59%

                                                                                 3%                      Less than
                                                                                                          $49,999
                                                                                    15%
                                                                                                        $50,000 to
                                                                                                         $99,999
                                                                           57%          26%             $100,000 to
                                                                                                         $249,999

                                                                                                        $250,000 or
                                                                                                           more
                                         34%

                                                                                   Age Distribution
                                                                         Distribution of respondents across age
                                                                                         segments

                                                                                                          18-34
                                                                          25%          29%
                                                                                                          35-50
                5%
                                                      2%
                                                                                                         Over 50
                                                                                47%
              Four or       Three     Two device One device
             more device    device      types      type
               types        types
             Device Types: Laptop, Tablet, Phablet, Smartphone

16                                                                                                          © NTT DATA Consulting, Inc.
Mobile Banking: The New American Addiction

                  Sources

                  1.   Reisinger, Don. (2 February 2015). “Down go tablet shipments - for the first time ever.” CNET. http://www.cnet.com/news/
                       worldwide-tablet-shipments-fall-for-first-time-ever-in-q4/

                  2.   Danova, Tony. (10 July 2014). “The Phablet Phenomenon: Trends and Growth Forecast For the Device That Is Taking Over
                       Mobile.” Business Insider. http://www.businessinsider.com/the-phablet-phenomenon-trends-and-growth-forecast-for-the-de-
                       vice-that-is-taking-over-mobile-sai-2014-6

                  3.   Lima, Paul (@Paul_Lima). “Companies that invested in digital transformation outperform the S&P by 44% according to #for-
                       rester #AdobeSummit. 10 March 2015, 2:30 p.m. Tweet.

© NTT DATA Consulting, Inc.                                                                                                                       17
About NTT DATA
Consulting

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and 4,000 technology experts work with 25 of the
leading financial institutions in North America. Visit
www.nttdata.com/USconsulting to learn more.

About NTT DATA

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professionals based in over 40 countries. NTT DATA
emphasizes long-term commitment and combines
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professional services, including consulting, digital,
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           ntt.data.consulting@nttdata.com
                @NTTDConsulting
                /NTTDATAConsulting
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